Stephanie Crockett in PowerGrid International

Senior Vice President and Managing Director Stephanie Crockett was featured in the April issue of PowerGrid International magazine. In “The Inside Story: Effective Customer Engagement Begins by Knowing the Score,” Crockett shares insights gained from the agency’s work with FirstEnergy where EMA created a campaign to increase customer adoption for electric billing.

Exploring the high-maintenance relationship between utility companies and their customers, the article reviews how utilities must strike a balance across generations, engaging millennials through modern tools such as social media while not overlooking long-term customers like parents who are content with an occasional phone call.

In the article, Crockett states that utilities must change how they view clients: “I think the segmentation is really critical, so that the utility doesn’t look at customers as all the same animal. You have to think like a retailer.”

PowerGrid International is an industry-leading publication for the electric industry that provides information about the latest automation and control technologies used in electric power transmission and distribution.